Medium & Large Business

Is your contact centre as strategic as it could be?

With your contact centre acting as the front line between you and your customers, it has to perform optimally.  TELUS Contact Centre Consulting can help you assess your current operations against business objectives to identify gaps impacting performance.  We can make recommendations, develop a roadmap and provide ongoing support and evaluation to ensure that your contact centre becomes and remains a strategic asset.

• Pinpoint and close gaps hindering contact centre performance by comparing current operations with ideal operational state
• Transform your contact centre into a strategic asset through approaches including consolidation, technology enhancements and process efficiency

Key Features and Benefits

To achieve objectives effectively, you have to understand where you are and where you want to be.  TELUS works with you to review your current contact centre operations and recommends approaches to improve performance.  Once you know what direction you’re heading in, TELUS can work with you at any stage – from initial set up to consolidation to establishing multi-channel strategies.

• Compare performance outcomes against industry metrics to position your contact centre relative to the competition
• Benchmark contact centre performance against industry best practices to close performance gaps
• Delve deep into key areas including strategy and leadership, human resources, workflow processes, technology, knowledge management and facilities
• Strategic business consulting helps to align business, customer contact and technology strategies across the enterprise